01
CCAI Insights
In this course you will learn how to leverage Contact Center AI Insights to uncover hidden information from your contact center data to increase operational efficiency and drive data-driven business decisions.
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For learners seeking the latest product training, this path contains courses directly sourced and adapted from our internal and partner training catalogs.
Courses contained in this path are still in development, subject to frequent (or infrequent) updates, and may be unceremoniously ejected from the catalog on short notice.
While we work hard to ensure content is accurate and up to date, we won't make that guarantee.
For those willing to dive into this learning path, you'll be rewarded with our latest product training insights.
02
Intro to CCAI and CCAI Engagement Framework
This is a introductory course to all solutions in the Contact Center AI (CCAI) portfolio and the generative AI features that are poised to transform them. The course also explores the CCAI go-to-market and engagement model, the business case around...
03
CCAI Architecture
In this course you will learn the key architectural considerations that need to be taken into account when designing for the implementation of CCAI solutions.
04
Agent Summarization (Custom)
In this course you will learn how Contact Center AI Agent Assist can help distill complex customer interactions into concise and clear summaries.
05
DFCX Virtual Agent Delivery Framework
This course explores the best practices, methods and tools to programmatically lead CCAI virtual agent delivery. It includes a high level overview of the end to end journey for building and deploying a virtual agent, as well as the core...
06
Virtual FAQ with data store agents
In this course, you will learn how to develop a generative agent capable of answering questions from websites, documents, and/or unstructured data.
07
Basic Performance Measurement
This course explores the fundamentals of the feedback loop process for Virtual Agent development and introduces the native capabilities within Dialogflow CX that support it
08
DFCX Bot Building Quality Assurance and Deployment Lifecycle
This course explores the quality assurance best practices and the tools available in Dialogflow CX to ensure production grade quality during Virtual Agent development, as well as the key tenets for the creation of a robust end to end deployment...
09
Building a Virtual Agent with Dialogflow CX
Learn how to build a basic virtual agent for your contact center using Dialogflow CX.
10
Conversation Design Fundamentals
This course explores the foundational principles of conversation design to craft engaging and effective chatbot experiences that emulate human-like experiences.
11
Webhook fundamentals
In this course, you will learn the important role that different types of webhooks play in Dialogflow CX development, and how to effectively integrate them into your routine configuration of a Virtual Agent.
12
Incorporating Generative Features into Complex DFCX Agents
In this course you will learn how to integrate multiple advanced generative capabilities within a Dialogflow CX agent.
13
Building Complex End to End Self-Service Experiences in Dialogflow CX
This course will equip you with the tools to develop complex conversational experiences in Dialogflow CX capable of identifying the user intent and routing it to the right self service flow.
14
CCAI Frontend Integrations
This course explores how telephony systems can connect with Google to enable phone-based interactions within the Contact Center AI ecosystem
15
Advanced Webhook Concepts
This course explores advanced technical considerations to optimize Webhook connectivity for comprehensive, end-to-end, Virtual Agent self-service experiences.
16
Advanced Performance Measurement
In this course, you will learn about advanced methods and tools to monitor the performance of your virtual agents in Dialogflow CX
17
Generative Playbooks
In this course, you will learn how to build conversational experiences in Dialogflow CX leveraging Generative Playbooks, a Gen AI feature to develop end to end agents by specifying tasks through natural language
18
Advanced Conversation Design
In this course, you will learn the advanced conversational design principles for both the Voice and Caht channels to craft engaging and effective end-to-end experiences that emulate human-like interactions.
19
Introduction to Agent Assist and its GenAI Capabilities
In this course you will learn how Contact Center AI Agent Assist can enhance the productivity of human agents while interacting with customers through the Chat channel
20
Agent Assist Voice and Integrations
In this course you will learn how Contact Center AI Agent Assist can enhance the productivity of human agents while interacting with customers through the Voice channel, as well as the options available for integration with other platforms in the...